Landscape Account Manager

3 weeks ago

Lexington, United States Klausing Group Full time
Position
We take great pride in delivering on our brand promise and building strong client relationships. To accomplish this goal, account managers and production managers work together to deliver a quality product in the safest and most efficient manner possible. In our service delivery model, account managers serve our clients and are responsible for the client relationship including:
Client communication
Contract renewals and enhancement sales
Quality control
Issue resolution

Production managers serve our field operations staff and are responsible for:
Safety of our crews and clients
Quality control
Production efficiency
Crew development
Equipment allocation and control

Cooperation and communication between account managers and production managers is critical and makes it possible to achieve our goal of satisfied clients, field staff that are well-trained and operating safely, a proud and excited team, and work that is efficient and profitable.
Account managers are face of Klausing Group to our clients. Account managers are responsible for building relationships with our clients in order to increase:
Client Satisfaction
Retention
Sales
Profitability
Account managers work with production managers to manage the quality of our service delivery and to resolve any client issues and or concerns. This is a management position and requires a certain amount of daily preparation and leadership. As leaders in the company, account managers are responsible for modeling and enforcing all policies and procedures including uniform dress codes and safety policies.

Key Responsibilities
Attend morning dispatch and be a part of the daily planning and branch huddles. Adjust changes to plans with production managers based on schedule. Compliment crews that are performing well and celebrate success.
While all clients are important, each account manager should have a clear understanding of strategic clients. Develop property inspection schedules, scheduling more frequent visits to strategic clients.
Account managers main objective is to get to know clients so that we can serve them and address their concerns. In order to build relationships with clients account managers develop a schedule where all clients are contacted at least monthly. Strategic clients may need personal communication and/or property inspections on a weekly, bi-weekly basis.
Visit job sites to identify quality issues, complete quality audits, and/or respond to client concerns. Have a plan to proactively offer landscape improvement plans to our clients.
Log any service issues in our issue resolution system and review issues daily with production managers.
Enhancements are property improvements that fall outside of our existing maintenance contract. Account managers respond to enhancement requests and proactively identify and presenting improvement ideas to clients.
Onboard new clients and new contacts using Klausing Group’s on-boarding process.
Negotiate contract renewals and provide at least annual account reviews to clients reporting on issue resolution, quality audits, and providing budgets for future projects.
Resolve client issues: When clients have a problem or request, they may call the office or the account manager directly. One of the most important keys to success as an account manager is to respond to the client effectively.
The AM should be in tune with the Klausing Group quality standards and is responsible for identifying quality issues and working with the PM to correct. As the AM, you are required to be on site and inspecting the quality of the work. Communicate specific issues in writing to the PM and or note general issues that need to be addressed. Work with the PM, Irrigation Tech, Lawn Care team to communicate and solve general quality issues.
Leadership: Perform some work while on site. Pull some weeds, prune some suckers etc. Demonstrate servant leadership. When you are on site with the crews, be sure to acknowledge the crew and speak to them about any issues. Check with the PM before initiating any significant work that could hold the crew up. Be sure to spend a few minutes pulling some weeds or pruning some suckers in order to show respect to the crew. If you see poor production practices, bring them to the attention of the PM as soon as possible. Training our crews on proper quality and productivity is the responsibility of our entire team.

Success Metrics
Sales: Meeting sales targets and gross margins on those sales
Growth: Year-over-year account portfolio growth consistent with annual plan
Personnel Development: Advancement of the capabilities of the team
Customer Satisfaction: Satisfied customers as measured by improving retention and enhancement sales penetration rate
Quality: Increased quality audit volume and scores
Intangibles: Upholding and representing the values of the company, advancing our vision to set a new standard and promote smart landscaping, leadership and team development, great work ethic and attitude, consistently building fans of our company in our clients

Position Requirements

Desire 2+ years’ experience
Good written and oral communication skills
A demonstrated ability to develop strong professional relationships in a business-to-business setting
Strong time management and interpersonal skills.
Creative problem solver with capacity to innovate
Team orientation
Prepared to lead by example, roll up the sleeves and do what it takes to get the job done
Basic Microsoft Office software skills and ability to learn other software
Landscape experience is desirable including knowledge of local plant types, turf types and identification of common landscape issues and knowledge of common solutions
Company
The idea for the Klausing Group was formed in 1992 by two teenage brothers on a mission to buy a car. They started with a lawnmower and some fliers promising that “we’ll cut class to cut your grass.” Eventually, they cut enough grass to buy the car. And they kept going. The company mission has since evolved, and Klausing Group has become an industry leader redefining what your landscaping should do for your business, your neighbors, and the environment.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.

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